About This Role
This position is responsible for the leadership, effective planning, and managing the overall performance of the assigned Roadside Assistance Club Fleet Operations, with a primary focus on consistent exceptional member satisfaction results. The role is also accountable for ensuring the maximum safe and efficient utilization of all assigned club associates and resources on a 7-day-a-week basis, including all recognized holidays and during weather events and emergencies.
Responsibilities
- Continually deliver the best member satisfaction performance metrics in the Club at a highly competitive cost
- Evaluate trends in the region and define a strategy to integrate visionary solutions to positively influence the enterprise
- Ensure the maximum safe and efficient utilization of all assigned club associates and resources on a 24-hour-a-day, 7-day-a-week basis, including all recognized holidays and during weather events and emergencies
- Direct reporting levels to include 1-3 Supervisors, up to 60 front-line staff, and club-owned vehicles
- Work independently and with no direct supervision, with the authority to make decisions and implement strategies to positively influence the performance of the assigned fleet
- Manage the complexity of the competing goals of exceptional service delivery and cost of operations to provide that exceptional service level consistently
- Provide and demonstrate leadership in the area of personnel, including recruitment and retention, associate development and coaching, training and motivation, evaluation, effective communication, and performance management
- Develop annual budgets for departments and continuously analyze budget and technical reports; interpret and evaluate staff reports
- Oversee the accounts payable and receivable functions in accordance with company and business line guidelines
Requirements
- Strong managerial and technical background at a level normally acquired through the completion of a Bachelor’s Degree or equivalent, and 5-7 years of experience in a high-volume, customer service environment, with at least 2-4 years in a Manager role or demonstrated equivalent skill
- Satisfactory completion of nationally recognized towing certification program such as the International Institute of Towing and Recovery (IITR) or Towing and Recovery Association of America (TRAA) light and/or medium duty courses (may be completed within one (1) year of appointment to position)
- Satisfactory completion of nationally recognized/certified Roadside Problem Solving Technician training (may be completed within one (1) year of appointment to position)
- Satisfactory completion of nationally recognized/certified Battery Technicians Course (may be completed within one (1) year of appointment to position)
- Ability to possess and maintain a valid Driver’s License, supplemented by a satisfactory driving record and the ability to operate passenger vehicles and light and medium-duty trucks with automatic and manual transmissions
